[Resolved]  Sri Aurobindo Seva Kendra — Process of getting claim related document & behavior in reception

Address:

West Bengal

My father was admitted on “Sri Aurobindo Seva Kendra” on 9/17/2011.
During admission process everything was smooth. Nursing, treatment, OT everything was up to mark of ISO[protected].But problem stars when the Insurance parts comes into picture.

-I had a common belief that this part could not be so easy so I started looking into it little early.
I started gathering information from my health Insurance TPA and got the checklist to submit claim while father was admitted.
Then I went to hospital TPA management section on the day before discharge and show them the checklist where they asked for hospital declaration of registration number & no of beds .The person in TPA management section told me don’t worry let your father go to home first then come any day we will provide the same. I asked him claim should reach to my Health Insurance TPA within 20days of discharge so tell me if I need to do anything else so that I can get that quickly. He told me nothing to do, you just come any day we will provide you the same.
This part also was fine but real problem starts when I went to collect that 1 week after discharge-
First I went to TPA management section, there one person told me to ask for it in corporate reception centre to submit application, I went to corporate reception centre and they told me go to Emergency (?) they will provide the same. I went to Emergency and they told me to go to X-Ray (?) department they will provide the same. Then I went to X-ray department there one person told me that some Mr Raja did not come to day so they can’t give the declaration .I was getting frustrated and ask him who is in charge in absence of Mr Raja? They told me Partha Deb Kar in reception and he may do help. I went there ask Mr Partha for same –he told me clearly that we can’t give you that today- You give application within seven days we will be getting it. I told him –see my father has discharged 1 week now and I asked for that even before discharge but nobody told me to give application that time ,in that case I could have submitted the application 1 week earlier. He showed me one notice board and told there its written, I was shocked –“when the patient was admitted they used to give us regular reminder about payment due of bed,OT,medicine etc and now they are showing me notice board & that also after a week of discharge”. I told him I need it urgently because I need to submit it before last date of claim gets over. For my biggest surprise he told me that he never heard any insurance companyTPA who wants” hospital declaration of registration number & no of bed” though in my case it was asked by India’s largest TPA UnitedHealthcare
At the end what I felt like that the though the services of medical teamstaff are quite good but the process guys are really crap. How come the hospital management put some guy like Partha Deb Kar in Help desk who don’t know about India’s largest TPA UnitedHealthcare and also his behaviour is not at all upto the mark to serve in receptionHelp Desk. This kind of guys trigger frustration to consumer and at the end a good institution will suffer. So I am requesting to draw kind attention of management to Improve the process & remove inappropriate resources from front line to provide better services and get better consumer feedback.